Expert Support Specialist BTW Visa Services India Pvt Ltd

0.0 - 4.0 years

0 Lacs

maharashtra

On-site

As an Expert Support Specialist, you will be responsible for managing complex customer support cases from initiation through resolution. Your role will involve providing expert guidance on product features, functionality, and best practices to ensure customer satisfaction. You will collaborate with escalation and technical teams to resolve high-priority issues in a timely manner. A key aspect of your job will be to document case histories, resolutions, and update the internal knowledge base for future reference. By analyzing support metrics such as case volume, resolution time, and customer satisfaction scores, you will identify trends and areas for improvement. Conducting root-cause analysis and driving continuous process improvements will be essential to enhance support operations. In addition to handling support cases, you will also be responsible for delivering training and coaching to Support Associates on handling complex scenarios. You will escalate systemic issues to Product and Engineering teams, track follow-ups, and ensure seamless collaboration with Sales, Customer Success, and Legal teams to provide a holistic customer experience. Furthermore, your role will involve participating in product feedback loops and beta testing to enhance support offerings and contribute to the overall improvement of the support services. This position requires full-time availability and is open to both experienced professionals and freshers. If you are passionate about providing exceptional customer support, analyzing data to drive improvements, and collaborating with cross-functional teams to deliver a seamless customer experience, we encourage you to apply for this position at btwgroup.co/careers. The work location for this role is in person. Join our team as an Expert Support Specialist and make a meaningful impact by ensuring customer satisfaction and driving continuous improvement in our support operations.,

Posted 2 days ago

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Software Test Engineer Bitpastel

1.0 - 3.0 years

1 - 2 Lacs

Kolkata

Hybrid

Required Candidate Profile In this position, you will be expected to perform manual testing of web applications. 1-3 years of experience in manual software testing Strong organizational skills, with attention to detail and the ability to multitask Proficiency in spreadsheets/Excel, including formulas such as VLOOKUP and Pivot Tables Experience working with or coordinating across multiple teams Development, Sales, and Management Excellent client communication skills Familiarity with tools like Trello, Jira, and Monday.com Strong written and verbal communication skills Responsible for quality assurance and quality control of deliverables to clients Ability to assign and track tasks for development teams on a day-to-day basis Ensure all projects are delivered on time, within scope, and budget Capable of handling multiple projects simultaneously and preparing reports for management

Posted 4 weeks ago

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Deputy Manager - Product (EMI/DCC (VAS) & YONO SBI Merchant App) SBI Payments

3.0 - 6.0 years

5 - 9 Lacs

Mumbai

Work from Office

Product Strategy and Roadmap Development: Define and execute the product strategy for EMI, DCC (VAS) and the YONO SBI Merchant App, aligned with business goals and market demands. Develop and maintain a comprehensive product roadmap, prioritizing features and enhancements based on customer feedback, market trends, and competitive analysis. Feature Definition and Development: Collaborate with cross-functional teams including engineering, design, marketing, and sales to define product features and functionalities. Lead the end-to-end product development process, from concept ideation and requirements gathering to deployment and post-launch optimization. Stakeholder Management and Communication: Serve as the primary point of contact for internal stakeholders (such as executives, sales teams, and customer support) and external partners (including merchants and payment processors). Communicate product updates, roadmap changes, and project milestones effectively to ensure alignment and support across all stakeholders. Market Analysis and Customer Insights: Conduct market research, competitive analysis, and customer interviews to identify emerging trends, customer needs, and opportunities for product innovation. Utilize data-driven insights to make informed decisions and continuously improve product performance and customer satisfaction. Regulatory Compliance and Risk Management: Stay abreast of regulatory requirements and industry standards related to payment processing, ensuring compliance and mitigating risks associated with product features and functionalities. Performance Monitoring and Optimization: Define key performance indicators (KPIs) and metrics to monitor product performance, adoption rates, revenue growth, and customer engagement. Implement strategies for continuous improvement and optimization of product features based on data analysis and user feedback.

Posted 2 months ago

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